Technical Application Specialist

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  Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.

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  Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.

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  Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.

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  Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

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  Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.

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  Addresses concerns brought up by other departments such as customer experience or sales

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  Assists in mentoring other team members.

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  Contributes and uses department's knowledge base articles and FAQ's.

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  3+ years applicable experience and demonstrated success/knowledge

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  Industry knowledge/experience

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  SaaS or e-Commerce experience

• Ability to effectively communicate both verbally and in writing

• Customer experience skills

• Knowledge of specific system application fundamentals and business processes

• Strong problem solving and troubleshooting skills

• Experience in a support environment with high call volumes desired

Shift Timings: 5:30pm - 2:30am

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